By email

By letter

What we aim to do if you make a complaint.

The person that answers your call will try to resolve your issue with you on the spot.
We aim to acknowledge emails and letters within one business day of receipt.

If we need to investigate your issue further, we aim to resolve the matter,
or communicate to you an action plan, within five business days.

While your issue is being investigated, we will provide you with updates
of our progress so that you are aware of what is happening with your complaint.

If you are not satisfied with the resolution, tell us you are not satisfied and
your complaint will be escalated to management for attention.

If we remain unable to resolve your complaint to your satisfaction you can
contact the Telecommunications Industry Ombudsman (TIO). The TIO is an office
of last resort for complaints about telecommunications services.
You must give us a reasonable opportunity to resolve your complaint
before contacting the TIO.